How can you avoid discriminatory practices when communicating with customers with disabilities?

1 Know the basics

Before you interact with customers with disabilities, you should familiarize yourself with some basic terms and concepts related to disability and accessibility. For example, you should know the difference between impairment, disability, and handicap, and how to use person-first or identity-first language depending on the preference of the customer. You should also be aware of the different types of disabilities, such as physical, sensory, cognitive, mental, or developmental, and how they may affect the customer's communication needs and preferences.

2 Use appropriate language

When you communicate with customers with disabilities, you should use language that is respectful, accurate, and positive. You should avoid using words or phrases that are derogatory, outdated, or imply pity, such as crippled, retarded, or suffering from. You should also avoid using generalizations or stereotypes, such as assuming that all people who are blind use Braille, or that all people who use wheelchairs need assistance. Instead, you should use words or phrases that describe the person or the situation without implying judgment, such as person with a disability, person who is deaf, or person who uses a mobility device.

3 Ask and listen

One of the best ways to avoid discriminatory practices when communicating with customers with disabilities is to ask them how they want to be addressed, what their communication needs and preferences are, and how you can best assist them. You should not assume that you know what they want or need, or that they have the same needs or preferences as other customers with disabilities. You should also listen carefully and attentively to their responses, and follow their instructions or requests. If you are unsure or unclear about something, you should ask for clarification or confirmation politely and respectfully.

4 Provide accessible options

Another way to avoid discriminatory practices when communicating with customers with disabilities is to provide them with accessible options for accessing your products, services, or information. You should ensure that your website, app, or software is compatible with assistive technologies, such as screen readers, magnifiers, or voice input. You should also offer alternative formats or modes of communication, such as text, email, chat, phone, or video call. You should also be flexible and adaptable to the customer's preferred method of communication, and be ready to switch or adjust if needed.

5 Be respectful and empathetic

Finally, you should always be respectful and empathetic when communicating with customers with disabilities. You should treat them as equal and valued customers, and not as problems or burdens. You should acknowledge and appreciate their feedback, suggestions, or complaints, and apologize and correct any mistakes or issues that may arise. You should also express your gratitude and appreciation for their business, loyalty, or referrals. You should also try to put yourself in their shoes, and understand their challenges, frustrations, or expectations, and how you can help them achieve their goals or solve their problems.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?